The player from Switzerland had raised concern over the inability to self-exclude or set limits on his casino account. The casino only offered a 7-day cooling-off period and exhibited poor customer service, failing to respond to emails. The player had already sent an email to the casino requesting self-exclusion, and after the complaint was raised, he received an email confirming the permanent closure of his account and asked for the complaint to be closed. We obliged.
Pledoo Casino - Player unable to self-exclude or set limits on casino account.
Amount: 1,000 CHF
Pledoo Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
Translation
This casino does not allow players to self-exclude. It's also not possible to set limits. The only option available is a 7-day cooling-off period. The support chat states they are unable to set up a block. They do not respond to emails either…
Automatic translation:
Public
Public
9 months ago
Dear pfisteryaenu,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pledoo Casino.
I checked the responsible gambling section of the website and I found this:
Standby or cool-off periods / Self exclusion
If you believe that playing games might affect your life in a negative way, we at Pledoo are able to help you. We provide you with the ability to exclude yourself from playing on our site for various periods of time. We offer 24-hour stand-by periods as well as 7 day, 30 day, 2 month restrictions and longer timeouts (only with email confirmation on security@pledoo.com. When sending an request to security@pledoo.com, please make sure that this message is directly addressed and not a forward or carbon copy (cc). There is a high possibility that these types of emails will go into Spam and therefore won't be viewed by the relevant department). You will not be able to access the games and/or services of Pledoo. Once you ask for a self-exclusion period, you have to close all tables at which you are playing and log out from your account. Once you have done that, the time out or self-exclusion period will begin. You will not be able to deposit or withdrawal and make inter-account transfers with your Pledoo account. Furthermore, you will not receive any marketing emails or newsletters from Pledoo after your cool off period has been initiated. It is important for Pledoo to receive information about your reasons as to why limit your account. The staff members of Pledoo have been trained in social responsibility and are trained to deal with compulsive gambling behaviour. They are always there to assist you with personal aid or guidance as to where you should go to find further help. If Pledoo recognises that gambling can cause serious financial harm to the Customer it reserves the right to close the players account in order to help overcome any addiction thereof.
- Could you please advise if you contacted the casino and requested a self-exclusion via email?
- What response have you received?
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
9 months ago
Translation
Thank you for opening the case.
I already wrote an email about 4 months ago. Now again on January 9th. and again today.
I'm now waiting two days for an answer.
Best regards
yannik
Automatic translation:
Public
Public
9 months ago
Translation
I received an email that my account has been permanently closed. You can close the case. Thank you very much 🙂
Automatic translation:
Public
Public
9 months ago
Dear pfisteryaenu,
I'm glad to hear that your account has been closed permanently. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
